There could be a few reasons Mentor did not record or display a trip.
Trip Criteria:
- A trip must be at least 4 minutes long and at least 0.3 miles in length. If a trip does not meet these criteria, it will not be scored.
- Short trips of 2-4 minutes in duration will be shown but will not be part of the FICO® Safe Driving Score calculation.
- If you are not on a mobile network or your phone is offline, your trip is still being captured; however, it will not appear on your Mentor Dashboard until your phone is online or on the mobile network again.
- If you manually “swipe kill” the Mentor app, you may miss the beginning of a trip due to limitations regarding how Apple and Android phones revert to hibernate when not in use.
If the above guidance has all been met, try logging out, restarting, and logging back into the Mentor app, refer to further troubleshooting steps below, or send an email to mentorsupport@edriving.com.
Below are the device requirements for Mentor to function properly:
- Android - Android 8+ and must be upgradeable to 10+ with Google Play Services support
- iOS - iPhone 6s or newer and iOS 13
- The minimum hardware required are as follows:
- GPS: Multi-frequency Multi-Constellation support. This improves the accuracy in urban canyons.
- Accelerometer with Gravity (Gravity is not a separate sensor, but some manufacturers list it as one)
- Gyroscope
Additionally, the settings below are required for Mentor to detect trip start/stop effectively:
- iOS:
- “Location Services” must be turned on in Settings —> Privacy —> Location Services.
- “Motion & Fitness” must be on and Location must be set to “Always” in Settings—> Mentor.
- Android:
- “Location” must be turned on in Settings.
“Battery Saver Mode” must be disabled.